We often approach communication training as if it were damage control. Crisis prevention. A way to keep the peace when things go wrong.
That mindset limits us.
Empathetic communication and de-escalation training should not be driven by fear. It should be rooted in curiosity, creativity, and trust. Since 2022, I’ve had the privilege of leading a 3-hour training for the Smithsonian Museum of the American Latino. The workshop supports volunteers in the Molina Family Gallery. These individuals meet the public face-to-face. They are the human connection between the museum’s mission and its visitors.
This is not about preventing conflict. It’s about creating space for connection.
Why Empathy Training Often Misses the Mark
Let’s start with the obvious: many communication trainings are boring. They rely on lectures, rules, and slide decks. They give you a script. Or worse, a checklist. But real human interaction doesn’t follow a checklist.
The key to better communication is practice. That’s why I use Applied Theatre.
It’s immersive. It’s physical. It’s awkward sometimes—and that’s the point. You have to feel a situation in your body before you can truly understand how to respond to it.
When we ask volunteers to step into someone else’s shoes—not just metaphorically, but with their voice, posture, and presence—they begin to grasp how others feel in a tense or confusing moment. That’s the beginning of empathy.
Hands-On Learning Works Better
I believe people learn best when they’re engaged—not just intellectually, but emotionally and physically. So, we do exercises. We role-play. We reflect. We laugh. Yes, we laugh.
Contrary to what some might believe, de-escalation doesn’t have to be heavy or clinical. In fact, it works better when it’s not. The more relaxed and open we are while practicing, the better we perform under pressure.
Museums are public spaces. They attract people from all backgrounds, all beliefs, all energy levels. A child may run into an exhibit. A visitor may be confused, or even upset. Volunteers need to respond with calm and clarity. But more than that, they need to respond with kindness.
That takes practice.
Real People, Real Scenarios
One of the highlights of this training is giving volunteers a chance to respond to real-world scenarios. They work in pairs or groups. They improvise. They pause and reset.
They don’t have to get it perfect. They just have to try.
When you’re allowed to mess up in a safe space, you learn faster. And you remember longer. Volunteers often tell me this is their favorite part of the training. It’s not because they enjoy acting. It’s because they feel seen.
They feel empowered.
The Shift: From Control to Compassion
Here’s my contrarian take: de-escalation is not about controlling a situation. It’s about inviting calm. That’s a subtle but powerful shift.
We’re not trying to manage people. We’re trying to meet them where they are.
Empathy is not just about understanding feelings. It’s about responding to those feelings with care. That’s harder than it sounds. But with practice, it becomes natural.
What makes this training unique is that it treats empathy like a skill, not a trait. You don’t have to be born with it. You can learn it. You can get better at it. And you can apply it anywhere—not just in museums.
Why It Matters Now More Than Ever
Since the pandemic, many people have returned to public life with more anxiety, more frustration, and less patience. Frontline workers, volunteers, and educators are seeing it firsthand. That’s why this kind of training matters now more than ever.
Empathy isn’t a soft skill. It’s a survival skill.
And unlike rules and policies, empathy scales. One volunteer trained in empathetic communication can positively influence hundreds of interactions.
Recognition Is Nice—But Impact Matters More
I’ve received teaching awards for this work. I’ve published articles about Applied Theatre and its use in communication training. Those honors are humbling.
But what matters most to me is when a volunteer says, “I used what I learned today—this morning.” That’s impact. That’s what makes this work worth doing.
Final Thought: Make Space for Practice
If I could give one piece of advice to any organization looking to improve communication, it would be this: make space for people to practice.
You can’t read your way to empathy. You have to try it. You have to feel it. You have to work through it with others.
That’s what we do in our workshops at the Smithsonian. And it works.
We don’t teach people to avoid conflict. We teach them to show up with calm, clarity, and compassion—even when things get uncomfortable.
That’s the kind of training I believe in. Not fear-based. Not rule-bound. But human, honest, and hopeful.
